Company Details

BEWARE- save your money do not do business with this unprofessional , fraudulent company. The worst customer service EVER, borderline criminal what you are doing with peoples money. Please explain how this is acceptable business practice. You will never get your product or a refund on something you will never receive. Call your bank immediately and have them help you...DO NOT SPEND YOUR MONEY HERE. CUSTOMER SERVICE IS A TOTAL JOKE- uneducated staff, no skills to do anything else in the work world. File a complaint with the BBB, just read those postings and see how the company responds. Who is responding from in the swim on these, they should be embarrassed and ashamed how they treat real hard working people in our society. Criminal behavior at the least.

Please allow us to give a 'no-star' rating, as IN THE SWIM definitely deserves it! I ordered an item, and then about 5 hours later tried to cancel it (it turned out I didn't need it).....the order had not been shipped OR EVEN FILLED at this point. The 'chat person' told me that they would 'TRY' to cancel the order but couldn't guarantee it, which means that I would be responsible for the original shipping and handling, as well as the shipping back to them. WHAT THE FREAK, give me a break. Any reputable business would easily have been able to fill my request.....obviously In The Swim falls into the 'other' category. I immediately called my CC company and asked for the charges to be held/canceled, explaining the situation. Thankfully they agreed so I'll not be out any funds. DO YOURSELF A FAVOR...NO MATTER HOW GOOD THEIR PRICING IS DON'T BE FOOLED...IN THE SWIM IS NOT TO BE TRUSTED!

Horrible customer service! I purchased a product form them on Amazon (pool vacuum) it got clogged the first time I used it as it is too small to pick up leaves. They refused to return it as it was "used" How exactly would I find out that it was garbage without using it once?? In the Swim are running a scam, if you purchase something from them, you better love it because if you don't, your stuck with it. Buyer Beware!

Ordered replacement part for pool heater on 5/16. Called on 6/10.Called again on 6/15, told to expect an email with the shipping information, I had to call them again on 6/18 because there wasn't an email. When order was placed, it said that the part was in stock. On the 18th I was told (after being on hold for more than an hour) that they had to order it from another vendor. My reply was, why didn't you contact us? And how can you say something is in stock when it's not...We should have ordered from Amazon, at least we would know when it shipped, if it was back ordered or the vendor didn't have the part. It is now 6/23 and nothing!!! DO NOT DO BUSINESS WITH THIS COMPANY!!!!

1 star is the lowest option. The worst customer service EVER, borderline criminal what you are doing with peoples money. Please explain how this is acceptable business practice. June 7th ordered placed. Told 2-4 business days for delivery. June 9th money taken from bank account. June 12th call placed to you inquiring where sand filter is as it is past 2-4 business days for delivery as stated. Was told order was being pulled and to expect tracking info within 24 hours. June 15th call placed to you after receiving email that sand filter is on back order for approximately 8 weeks. I cancelled order and told 3-5 business days for money to be in my bank account. June 22nd yet another call placed to you inquiring where my refund is. Was told the order has never been cancelled and refund has yet to be processed. I asked to speak to a supervisor and she said due to the high number of cancellations the customer service center is back logged. People are calling because you’re taking their money without shipping a product and they want a refund. I have NEVER in my 42 years experienced customer service this horrible, this dishonest or this fraudulent. I have serious concerns about your “business practices” and the way you treat customers. I will alert everyone I know not to use your company and the horrible experience I had as well as seriously consideration to filing a complaint with the Better Business Bureau.

I think I’m just totally fed up with intheswim. I’m tired of the BS coupons and they they charge a 10 handling fee. I’ll look in Walmart for the products.

Ordered a 2300.00 pool heater on May 26. Heard nothing for over a week. Called and was told waiting to be picked up by Fedex in Conn. I questioned that big an item not coming by freight. Wife called week later and told order was reordered by different company on June 3rd and would be contacted by freight company. I said other employee said it would come fedex which she laughed about. So today June 16 get email that order was cancelled since they are not expecting anymore. So now we are 3 weeks behind to order from somewhere else. And I saw they are listing the same heater on eBay! Customer service terrible. Will never order anything else from them.

Worst customer service. I received a defected pool float. I talked to 2 people from the company and told me to send pictures to this email alewis @ intheswim.com. They said they would get back to me. I never heard from them.

I ordered the pool opening kit and a 12-pk as well - have gone through 12 packs trying to get my pool right over the last two weeks - when pool guy first added shock from the pool opening kit, it immediately created a cloudy chemical reaction. He took two packs to try it in another client's pool - same thing occurred today - he sent me a photo....I WILL NEVER BUY THIS BRAND OF SHOCK AGAIN - VERY DISAPPOINTED.

I would give them 0 stars if possible. Return/cancellation policy is terrible!! I found out 7 days after placing solar pool cover order that it was out of stock, so requested cancellation and ordered another. Did they not know this was out of stock when I ordered it? It has now been 4 days and they still say it is a "request" to cancel, not guaranteed. All the customer service reps put you on hold to "check with my supervisor" every step of the way, and say a supervisor is not available to take my call. I have called and emailed several times and have not received an answer. Now they need to check the warehouse because if they have it they will send it out. Then I would need to pay a 20% restocking fee to return it, plus return shipping. I ended up disputing the transaction with my credit card company. I agree....DO NOT DO BUSINESS WITH THIS COMPANY!!!

Similar experience to others on this board. I ordered multiple items and received about half of them. I was never notified that several of the items were on backorder and would have never found out until I contacted them. When I asked for a refund for the items I never received, they said they would 'try' but could not guarantee it. Seems fraudulent to me.

Worst company in the industry, they don’t answer the phone, they don’t return phone calls don’t help you with your issues, won’t Refund your money if they don’t have a product that claim they have very very poor customer service highly recommend to stay away from this company

Horrible service, their website is misleading and inaccurate. Management sucks and refuses to speak with clients when situations escalate. Will NEVER work with or order from again.

Misleading website. Needed to return something, told we have to pay for a return on a product that clearly was depicted one way in the photo, and was completely different. Will never, EVER order from them again.

Honestly, if I could give NO stars I would. This has been the absolute worst experience I have ever had. I placed an order and was told everything was in stock. Miraculously once my card was charged, NOTHING was in stock, and was told 6 weeks before anything would come. I have now been trying for almost 2 weeks to get my refund. I have been hung up on multiple times, and told a different story EVERY TIME I HAVE CALLED! I have asked to speak with a manager three times now, and denied two of those three times. This third time, I was told she wasn't taking calls and I would have to leave a voicemail. So now, we will see if they call back. If I ever get my money back, I will NEVER purchase or deal with them again. Take my advice, saving a couple hundred bucks is NOT worth using this company.

We have been ordering supplies from this company and when we had a problem with the pool heater they can't locate our order because they are telling us that the order number that we give them is not correct! Weird, right? We can't make up the order numbers! It is what they give us. I offered to email them the invoice that contains the order number, customer name, and all the information but they refused. I even offered to send them the credit card statement that shows that we paid for it. Again, they refused. They don't want to deal with a problem! Erica (or maybe Erika) provided a very bad customer service. She hang up on me two times. Very rude! She was not willing to find a solution. She would not even connect me with a supervisor/manager. Awful experience. The order number is the order number that they sent in the package. I'm wondering why can't they locate an order with an order number? They take the money and they want you to forget about it. Will never buy anything from they for sure. They are just horrible.

Awful company - sent wrong solar cover 2 weeks ago shipped back the wrong cover.. still waiting over 3 weeks no email nothing. When you call they play dumb - I hope so because nobody can be that stupid never will I order from this company again

Terrible! Have called four times with almost the same response or beat around the bush answer. We ordered an item that said available! 3 days later it still didn’t ship nor did it have a tracking number. Called to inquire and they said it’s back ordered an don’t know when it will be available! I ask for a cancellation, they said it’s a request. Have send two of them in and no luck. After 4 phone calls and requesting to speak to the manager they said they will send a return label with in 48hours.... it’s only been 2.5 weeks at this point.! If this is not resolved I’m emailing the better business bureau.

Sent me the wrong pool ladder, They said they wouldn't send the right one until they received the old one back, never sent me the shipping label to send back. Stay clear of this company!!!

Customer service is the worst I have ever had to deal with. They say they'll do something but they don't. Don't try to return something, it's a nightmare. If it's in stock and told it will ship right away, give it an extra 2 weeks. Go somewhere else for pool supplies.